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Today we continue our series of ten shows on lifelong learning for Back-to-School time. We’ve just wrapped up three shows where we talked about the 3 R’s we’re all familiar with from our school days – reading and writing and arithmetic.

Bigg Question

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Renee called us with her bigg question. She’s been a manager for a few months. She’s having trouble getting all of her work done because her employees keep coming to her with problems that they could easily solve themselves. She feels herself getting more and more stressed about this situation. She wants our suggestions.

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Results, not tasks

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Renee, you’re not alone. This is a common problem with first-time managers. I’ve fought this myself. We’re told, “If you want the job done right, do it yourself.” So we don’t empower people like we need to so they feel comfortable making decisions. We need to help our people build their personal leadership skills.

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You do that by focusing on the results, not the tasks. It’s a conversation about the “what”, not the “how”. What are you trying to achieve as a group? Then break your overall plan into who is to do what by when.

Now every individual in your charge knows for what they’re responsible. Be sure they (and their peers) know they have the authority to do what needs to be done to reach the desired result.

Guiding principles

Let them know you believe in them. Tell them you’re there to help them when they run into something they can’t solve on their own. However, there are two guiding principles when they think they need your help.

1st – If we’ve discussed it before, follow the precedent.

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There’s no need to rehash old turf. I want my people to show me that they can learn. I’ll tell them exactly that!

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You don’t want to hit your head into the same wall again and again. There will be challenges. Let’s make them new ones! I’m here to help you as long as we aren’t just dealing with the same old problem stated in a different way.

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2nd – When you present a problem, offer a solution.

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I remember discovering this principle, for exactly the reason Renee is saying in her question. I had to find an answer for people constantly bringing up problems without taking any responsibility for the solution. This guiding principle took care of that.

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Helping your people develop their personal leadership skills leads to bigg success … for them and for you!

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What have you done to get your people to take a leadership role?

Please share that with us by leaving a comment below, calling us at 888.455.BIGG (2444) or sending us an e-mail at bigginfo@biggsuccess.com.

Thanks so much for the gift of your time today. Please join us next time when we talk with a person who used vision boards to reach bigg success. Until then, here’s to your bigg success!

Yesterday we talked about how Ramon De Leon, the owner of six Chicago Domino’s franchises, responded to a complaint by Amy Ravit Korin on Twitter and created a video apology promising to “wow” her. You owe it to yourself to see how he did it.

When it comes to apologies, this is the good. Today we want to talk about the bad and the ugly and discuss three steps in the art of the apology.

The bad

Domino’s, the chain, recently found itself making the news when two employees of one store posted a video on YouTube showing them mishandling food, to say the least. Domino’s President, Patrick Doyle, was featured in a video apologizing for the mishap and reassuring customers that this was an isolated incident.

There was backlash to this video because it didn’t seem sincere. We think that the apology itself seemed sincere. However, he wasn’t looking at the camera so it’s obvious he was reading from a script. He should have at least looked squarely at the camera when he said, “We’re sorry.”

The difference between this video and Ramon’s video is striking. Ramon is looking right at the camera and it’s obvious that he’s not reading from a script. There’s no question about his sincerity in the way he delivers his apology.

The ugly

You’ve probably heard about the free grilled chicken promotion by KFC. Unfortunately, KFC was not prepared for the overwhelming response to this promotion. Countless customers were turned away when they arrived at their local KFC to redeem their coupon. KFC’s President, Roger Eaton, issued a video apology.

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I’m a positive-thinking person who loves positive-thinking people. But he was too positive in light the situation.

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I agree completely. He seemed happy. If I’m dissatisfied as your customer, I want to see that you’re unhappy about it. Show me that you’re empathetic to my terrible experience.

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Show you know I’m as mad as a chicken on a hot tin roof?

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No … as mad as a chicken in a frying pan!

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The KFC apology focused too much on the success of the promotion and not enough on the debacle that followed. However, we’ll cut them some slack because they’re dealing with a more massive problem than the other two.

The art of the apology

Bigg success is life on your own terms. The five elements of bigg success are money, time, growth, work and play. Sometimes we experience the most growth when we’ve made a mistake.

No matter what medium you use to apologize – video, phone, e-mail, in person or some other way – there’s an art to it.

First, simply apologize. Get it out of the way right upfront. Ramon, the Domino’s franchisee, gets right to it as does Patrick Doyle, the Domino’s President.

The KFC President, Roger Eaton, completely missed the mark. Instead of apologizing right away, he starts off talking about how successful the promotion was.

Second, talk about what you’re going to do about it. Once again, Ramon nails this one. He told Amy that he was going to wow her. And wow her he did along with the rest of us. Patrick Doyle got this right too.

Roger Eaton eventually gets to the point – they’re going to honor the coupon and give you a free Pepsi product if you do a whole bunch more work. Instead of talking about how they will remedy the situation, the people who were affected have to follow-up to get what was promised to them in the first place.

Third, look to the future. There’s nothing wrong with ending an apology on an upbeat note. Look to the future of the relationship. Ramon hit this one out of the park as well. We think the park was Wrigley Field!

Patrick Doyle closes strong. He thanks people for their support and says Domino’s will work to rebuild our trust. However, right before that, he says that “it sickens him that the actions of two individuals” could impact their brand. You could feel his emotion. This is where he should have started.

This is a mistake that’s easy to make – beginning and ending with an apology. Follow the process mapped out here to avoid doing that.

The President of KFC completely struck out. He apologizes right at the end of the video – the best apology in the whole video we might add. Fortunately, he didn’t close on that note; it appeared as if he would. He does end on an encouraging note.

Use this three-step process and deliver your message with sincerity the next time you have to apologize. We all make mistakes. When handled properly, even they can lead to bigg success!

Today on The Bigg Success Show, we were thrilled to welcome Amy Ravit Korin, also known as interactiveAmy. She’s a social media consultant to individuals, local businesses and Fortune 500 companies. We met Amy at SOBCon, the business school for bloggers. Amy has so much personality that, once you meet her, you’ll never forget her! So let’s get to the conversation …

Amy, you told us this incredible story that we want you to share with our whole community. You recently ordered some pizza from Domino’s. But it took an hour to get the order to you and, when it arrived, it wasn’t right. What happened next?

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I called the store and they said they would send over another one. I’m also very active on Twitter – as a social media consultant it is one of my preferred methods of communicating. So I tweeted what had happened. I was just venting my frustration.

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And that's when Ramon De Leon, who is the owner of the local Dominos stepped in, right?

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Yes! He twittered me right away and asked which location I ordered the pizza from.

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Get in on the conversation

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This is a good thing for local business owners to understand. Since you are a social media consultant, Amy, how did Ramon know that you had tweeted about him?

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There are great tools out there that allow you to monitor the real time feed of what's being said on Twitter. Ramon probably had an alert set up for the word “Domino’s” or “Domino’s Chicago.” You can use any term that's relevant for you. In addition, you could also set up a Google Alert, which will alert you whenever your name, brand, or company is mentioned on the Internet. So Ramon said that he would remedy the situation and be back in touch when he had more information. I figured I was going to get a credit for free cinnamon sticks the next time I placed an order. Imagine my surprise when I woke up the next morning, logged onto Twitter, and saw a tweet from @DPZRAMON. It said, "Amy, we want to make it up to you, please click on this link." The link took me to a video apology from Ramon, who is the owner of six Domino’s franchises in Chicago. He was standing there with Junior, who is the General Manager of the store where I ordered my pizza. They were offering an apology for what had happened that previous night.

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The buzz begins

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Like a lot of people, we've watched that video. I really liked that the apology was very sincere!

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Yeah, what's so crazy is, just this morning, I actually got a tweet from Ramon. He said that video has been embedded on over 30,000 websites! And this is not just 30,000 watching the video; this is 30,000 people who think it's noteworthy enough to feature on their website.

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Wow!

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And in this video, not only did Ramon apologize to you – and promise to make it up to you – he said that they were going to wow you! Now that's more than cinnamon sticks. So what did they do to wow you?

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First of all, I was totally wowed by this video apology. I had never seen or heard of anything like it. Well as it turns out, I'm also involved in the Social Media Club of Chicago. We hosted an event on Thursday, April 30th – the kick-off to SOBCon. It was a great event where we had all kinds of Chicago social media minds in addition to friends from all over the country. Independently of this video apology, Domino’s was already secured as an event sponsor. So if that wasn’t enough, Domino’s showed up with over 100 pizzas for our club. They also brought a personal pizza for interactiveAmy, with my name all over the box. Ramon delivered it himself.

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So he didn't delegate this!

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No, he didn't! Not only was he there, he was really excited about it. He couldn't wait to meet everybody who had heard about him after the video apology. But he was most excited to come and meet me, which was really cool.

How on earth did he know your favorite color? He must have visited your website where that color is so strong.

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That's true. I don't know if he did his back end research or if he just took a guess that women like bright pink.

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Well, I am just wowed by all of this. It’s just incredible!

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The conversation begins when a mistake is made

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I thought so too. Ramon and I are still in touch. He has become an example of what great customer service is and can be – how to take steps to forge relationships with your customers which is a huge opportunity. When somebody makes a mistake, it doesn't have to be the end of the conversation. It really should be the beginning.

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That's a great point, Amy. But you could have just said nothing and not gone back to Domino’s. Instead you said something – not even expecting a response – but he responded in such a magnificent way that you've talked about it ever since. Plus 30,000 bloggers have talked about it too!

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Exactly. As the owner of my own social media company, this is definitely something I try to advise business on, from small mom & pops all the way up the Fortune 500 ladder. Take any opportunity to engage in a conversation about your brand, product or service. And listen – especially when someone says something that might not be the most flattering. It’s a great way to get insight and take steps to remedy the problem. So first you have to listen. Then you can engage. You can become part of the conversation and take the necessary steps to forge your relationship going forward.

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Those are great points, Amy. Here’s what I’ve learned – if you need a case study for your social media consulting business, just be your own.

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I think that's a lesson to all of us … go out there and make things happen!

We love lyrics and Mariah Carey certainly has strung together some powerful words in this song. It’s particularly appropriate in the tough times we face right now.

We’ve all heard the song, but you may not have really thought about the words. So here we go …

Who are you?

It starts off …

“There's a hero if you look inside your heart You don't have to be afraid of what you are”

We may feel a fear that if we show people our true selves they won’t like us. They won’t accept us. We might be embarrassed because we won’t succeed.

It’s ironic … in many cases, it’s this fear that keeps us from succeeding. Because each of us has something very unique to offer the world. It’s born in us. It’s our duty to develop it. To show the world our authentic selves.

The promise

The verse continues …

“There's an answer if you reach into your soul And the sorrow that you know will melt away”

We just love this. There’s a promise if we reach within ourselves. We can do it. You can do it! Makes you think of an Adam Sandler movie, doesn’t it? We won’t go there!

You can find the answer to whatever problem you are facing. You and you alone have the solution.

Love begins with you

Then we come to the 2nd verse…

“It's a long road when you face the world alone No one reaches out a hand for you to hold You can find love if you search within yourself and the emptiness you felt will disappear”

We’ve talked about this before. It is impossible to truly love other people if you don’t love yourself. Love begins inside each of us. If we can’t see the beauty within us, we’ll never experience the beauty around us.

Finding the way

Now we come to the final verse …

“Lord knows dreams are hard to follow but don't let anyone tear them away Hold on, there will be tomorrow, in time you'll find the way”

We have to stay true to our dreams even when they’re tested. We have to hold on. Martin Luther King had a dream. We’ve recently witnessed what happened!

We have to keep searching for the answer. But we know we will find it and we will achieve our dreams.

It starts with an attitude

Because when all of this is going on, when your problems seem insurmountable, when the world around you is nothing like the world you envisioned …

“… then a hero comes along with the strength to carry on And you cast your fears aside and you know you can survive”

It all starts with an attitude. You have to look within yourself – deep within yourself – with the confidence that you will find the answer. You know you’ll come back strong. You know you will survive.